Support Engineer 2 will support our SaaS customers to provide Solution/Product support on Enterprise Supply Planning (ESP), Demand, Fulfillment, Sequencing and our next generation of cognitive planning applications throughout the customer value journey with Blue Yonder.
What you'll do:
- Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
- Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY Planning Solution Operate Team
- Provide advice to BY partners and customers regarding industry best practices and process methodology
- Document learnings and create knowledge articles for repeated cases
- Bring in new ideas for automation, re-use and service improvements
- Understand the SaaS offering, features and functionality deployed for a given customer.
- Work closely with the BY Planning SCPO Solution Experts for complex issue resolution including Product Development
- Continuous learning on latest BY Planning Solutions.
What we are looking for:
Industry experience:
- 3+ years of Supply chain planning domain experience
- 3+ years of experience in the Software/SaaS industry
- Ideal candidate will have experience working with BY products, specifically Supply Chain Planning solutions.
- Technical experience with BY products preferred specifically, Enterprise Supply Planning (ESP), Demand, Fulfillment, Sequencing and SCPO Platform
- Experience with customer/client support in Supply Chain software
- Experience working with ITIL methodologies
Technical Skills:
- Experience with Database programming/Data Modeling using Oracle SQL and MS SQL
- Working knowledge of middleware (i.e. Weblogic, TomCat)
- Proficiency in Java / J2EE concepts – JDBC, C++
- Azure defect identification and log analysis for Planning solutions
- Advanced knowledge with operating systems (e.g. Windows, UNIX, LINUX)
- Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
Soft Skills:
- Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
- Ability to work calmly under pressure and meet deadlines
- Must have strong multi-tasking skills
- Must be self-motivated and quick learner - New technologies, platforms, integrations
- Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations
- Demonstrates initiative and is inquisitive
- Succeeds in a fast-paced environment
- Demonstrates the ability to work independently without losing team synergy
- Demonstrates customer service ethics and core values
Education:
- Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Master’s degree preferred.
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Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
